Quality Assurance, Inbound & Governance, Specialist

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

• To monitor and review the reporting team members to comply with Quality Assurance (QA) Standard Operating Procedure of Tele Assist Project for in-house and/or outsource campaigns.
• To objectively manage & handle all inquiry and complaints received for Tele Assist campaign

Roles and Responsibilities:

1. Operational Control & Service Delivery

• Ensure effective governance of QA, complaint handling, and OCC inbound operations in line with SOPs and service standards.
• Ensure all customer enquiries and complaints are resolved within agreed turnaround time (TAT).

2. Resource & Capability Management

• Oversee manpower planning, recruitment, onboarding, and deployment to support operational requirements.
• Ensure adequate training and competency development for QA and operational teams.

3. KPI, Quality & Regulatory Compliance

• Monitor and drive achievement of service level agreements (SLAs), quality metrics, and internal KPIs.
• Ensure call evaluations, complaint handling, and processes meet business, QA, and regulatory requirements.

4. Customer Experience & TSR Quality Uplift

• Uphold TSR competency standards through QA pass rates, structured feedback, and targeted coaching.
• Identify quality gaps and implement continuous improvement actions to enhance customer outcomes.

  

5. Stakeholder, Partner & Regulatory Engagement

• Act as primary liaison with internal stakeholders, business partners, and regulators (including BNM) on QA and complaint matters.
• Manage QA appeal cases and complaint disputes objectively, ensuring fair and consistent outcomes.

6. Performance Reporting & Strategic Execution

• Provide timely, accurate reporting on QA performance, complaint trends, and service risks.
• Execute HOD directives and enterprise initiatives in alignment with governance and risk management expectations.
• Serve as subject matter expert and escalation point for QA and complaint‑related matters.

Minimum Job Requirements:

• Education – Degree holder in any discipline and/or non degree holders with strong related working experience.
• Experience – Over 3 years’ relevant experience in supporting sales programs, operation and processes.
• Special skills –

• Sound business acumen, strong strategic thinking, and innovative mindset
• Thorough productivity and quality management knowledge with strong ability and discipline to multi-task and to plan and execute multiple complex campaigns / initiatives concurrently.
• Good grasp and appreciation of systems and applications including digital tools
• Excellent negotiation, analytical and problem- solving skills.
• Customer focused and bottom-line performance driven personality.
• Good team building and interpersonal skills and able to communicate effectively with people at all levels.
• Excellent languages’ ability, presentation and proposal writing skills.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.